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Forum Discussion
Password reset email not received
Hi! I created my account back in 2016-2017 and I didn't use it for a while. I changed my phone since then and now I can't login because I don't remember my password. When I try to reset it, it says t...
- If the account hasn't been accessed for over 12 months, then it means that it wouldn't be possible to regain access to the account of the files within.
I have a Dropbox Plus account to which I have forgotten the password.
However, the mails for a new password do not arrive at the mail address associated with the Plus account.
I have checked the spam filter, added the Dropbox mail to the address book, set Dropbox as the desired mail and specified that Dropbox mails should never end up in spam.
It still doesn't arrive.
I contacted mail support to solve the problem there, but unfortunately the support was about as helpful as dropbox - except that at least they answered.
I have written to dropbox support (There is an support subject for this problem in the support area) 5 times asking them to contact me at a different email address and have NEVER received a reply. I have tried two different mail addresses in case one of the addresses doesn't work either.
Now I have created a second Free account to get any help at all...
I do not know what to else do (excapet hiring a hacker or go to a lawyer...)
- Megan
Dropbox Staff
Hi Alftrude, sorry to hear about that!
Do you have an open ticket with our Support at the moment? Keep in mind, that the reason you never received an email when you asked the agent to contact you on a different email address, is because we can't.
We can only contact you and reply back to the email address you're using to contact us. So if for instance you use the email: Dropboxcats@gmail.com to contact us, and ask us to send an email to Dropboxdogs@gmail.com, we can't do this.
You'd need to forward our email from one address to the other, then respond back to us.
I hope this clarifies!
sorry - this is not helpful, because I used the support window for: Forgot password but no access to the linked email - there you enter the mail address that is best to contact, and then the address that is linked to the account but you don't have access to, or where - in my case - no Dropbox mails arrive. Where can I find a normal support mail address of dropbox that does not go through a support window?
- EvanDBX
Hey Alftrude, I am really sorry to hear about this.
In this case, I'd recommend contacting our support team for further assistance.
To do so, make sure to use an incognito window without signing into any Dropbox account and fill out this form with all the relevant information.
Once you do, please feel free to share that ticket ID with us here so that we can look it up as well.
I hope this goes well!
